FLSA Classification
Hourly
Reports to
Customer Service Manager
Hours
Monday – Friday 8:00-4:30
One Day a Week 8:30-5:00
JOB DESCRIPTION
Summary/objective
This position is required to develop a good working relationship with our Key Account customers to enhance customer satisfaction and customer retention.
Respond to all inquiries, cancellation requests, and sales requests within specified timeframe.
Determine the most crucial needs of the customers and carry them out to ensure that they receive first-class customer care and service.
Inbound client calls
Facilitate quotes
Submit via email quotes to clients in the acceptable timeframe
Respond to email requests in the acceptable timeframe
Attend required meetings as applicable
Research and handle client claims
Order process
Order status
Update order tracking
Generate re-do orders
Return customer voicemails in the acceptable time frame
Enter client sample requests
Cross training with peer roles
Order hold follow-up
Respond to website chat requests
QUALIFICATIONS
Required
High School Diploma or G.
E.
D.
Preferred, but not required
Minimum one to three years customer service experience
Strong organizational skills and ability to work independently
Computer literate
Proficient in Microsoft Office
Good sales and marketing background
Data entry
Good oral and written communication skills.
Good negotiation skills and customer service skills
QA skills
Good Interpersonal Relationships
Problem solving ability
Proficient in multi-tasking
Ability to exercise independent judgment and work with minimal supervision.
Must be detail-oriented, can plan, organize, set priorities and manage multiple projects.
Good analytical, problem solving and time management skills.
Self-starter and self-finisher.
Handles difficult customers with diplomacy and tact
Work environment
Climate controlled environment
Physical demands
While performing the duties of this job, the associate is frequently required to stand, walk, climb, stoop, talk, hear, reach, grasp with hands, feel, and sit.
The associate is occasionally required to kneel, push and pull to move objects.
The associate must exert up to 5 pounds of force occasionally and/or a light amount of force frequently to lift, carry, push, pull, or otherwise move objects.
Specific vision abilities required by this job include concentrated attention and close vision, far vision, color vision, depth perception and the ability to bring object into sharp focus.
Other duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.
Duties, responsibilities and activities may change at any time with or without notice.
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